Password Reset: Account is Locked

If you lock yourself out of an HD-CVI DVR or NVR, you will need to contact our support team to obtain a master password. This master password will help you log in to your system. From there you can update your original password.

Please contact us at [email protected] or by phone at 888.212.7538 between the hours of 9:00am to 6:00pm CST. Please be ready to include your Online Order Receipt or Proof of Purchase in order to verify your account to request a master password.

Once you receive a master password & have verified your account, follow the below steps to reset the device:

*Note: Please make sure to provide the correct Time/Date of your system or unit in order to provide you the correct Master Password for your unit.

1. Unplug the DVR or NVR power cable from the unit.

2. Hold down the power button for three seconds three times. Power cable must remain unplugged during this process.

3. Insert the power cable back into the system and power it on.

Once the system has powered on, you can navigate back to the log in screen and utilize the master password provided to you (feel free to skip over the setup wizard if needed).

NOTE: Once the system is unlocked using the master password, you will want to set a new password for the account that was locked out. To do this, navigate to the user account section of the system, and use the master password as the account's old password when modifying the password credentials. This will allow you to set a new password for the account.